Efficient, consistent helpdesk conversations

Efficient, consistent helpdesk conversations

WP Ticket allows you to streamline customer conversations in a single place with a state of art helpdesk response system.

WP Ticket Enterprise and Pro editions come with a powerful helpdesk response system to resolve issues faster and to allow better tracking of progress.

WP Ticket helpdesk response system allows adding customer support responses from the support ticket page in the frontend and ticket edit page in the WordPress dashboard.

Helpdesk responses are not mixed with WordPress post or page comments and accessed through its own menu in the WordPress dashboard.

Customers can provide private responses. Private responses can only be read by the support team and support ticket author. Private helpdesk responses have a "Lock" icon.

For the quick discovery of support tickets waiting for a response, support ticket responses are color flagged. The color of the flag icon is based on the role of a user who responded last:

  • Red: Customer or client commented last.
  • Blue: Support agent commented last.
  • Orange: Support manager commented last.
  • Black with cross icon: Nobody has commented yet.

The latest response recorded for a ticket has a light blue background and displays a badge tagged "Latest" on the left corner of the response box.

You can allow customers to send attachments when opening a support ticket or responding to helpdesk agents. All ticket attachments are displayed under the "Attachments" tab of a support ticket page. If an attachment is added to a helpdesk response, it is displayed on the footer section of that response.

If sensitive documents such as passports and driver's licenses are attached to a support ticket,  customers can use private responses. Administrators can configure the type and max size of files that can be attached via software settings in the WordPress dashboard.

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